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Books > Computing & IT > General theory of computing
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Practical Guide to IT Problem Management (Hardcover)
Loot Price: R2,003
Discovery Miles 20 030
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Practical Guide to IT Problem Management (Hardcover)
Series: IT Pro Practice Notes
Expected to ship within 12 - 17 working days
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Some IT organisations seem to expend all their energy firefighting
- dealing with incidents as they arise and fixing, or patching
over, the breakage. In organisations like this, restarting
computers is seen as a standard method to resolve many issues.
Perhaps the best way to identify whether an organisation
understands problem management is to ask what they do after they
have restarted the computer. If restarting the computer fixes the
issue, it is very tempting to say that the incident is over and the
job is done. Problem management recognises that things do not
improve if such an approach is taken. Such organisations are
essentially spending their time running to stay in the same place.
Written to help IT organisations move forward, Practical Guide to
IT Problem Management presents a combination of methodologies
including understanding timelines and failure modes, drill down, 5
whys and divide and conquer. The book also presents an exploration
of complexity theory and how automation can assist in the desire to
shift left both the complexity of the problem and who can resolve
it. The book emphasises that establishing the root cause of a
problem is not the end of the process as the resolution options
need to be evaluated and then prioritised alongside other
improvements. It also explores the role of problem boards and
checklists as well as the relationship between problem management
and Lean thinking. This practical guide provides both a framework
for tackling problems and a toolbox from which to select the right
methodology once the type of problem being faced has been
identified. In addition to reactive methods, it presents proactive
activities designed to reduce the incidence of problems or to
reduce their impact and complexity should they arise. Solving
problems is often a combination of common sense and methodologies
which may either be learnt the hard way or may be taught. This
practical guide shows how to use problem solving tools and to
understand how and when to apply them while upskilling IT staff and
improving IT problem solving processes.
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